SmartHome privacy: Frequently asked questions
Find answers to your questions about the privacy of your SmartHome Security systems
Can TELUS access my camera feeds?
TELUS cannot access your camera recordings or live streams. You may be asked to provide temporary access for fixing issues, but otherwise there is no way for us to access your camera feeds.
What does TELUS do to secure my video and sensor feeds?
All communication between TELUS cameras and security devices is encrypted and secured using a VPN (Virtual Private Network). The VPN and access to the systems are further secured by your unique password.
How can I prevent unauthorized access to my system?
Reviewing who has access to your system protects you from unwanted individuals accessing your home. Ensure you review your account, app access and all doorlock codes regularly. For more privacy tips, please read the.
Does TELUS distribute my personal information to third parties?
We do not disclose personal information to marketers of third-party products or services either to enable targeted advertising, or for any other purpose, unless you have opted into such a disclosure or service. For more information about privacy at TELUS, refer to our, or find answers to frequently asked questions on our .
What should I do if my phone or laptop is stolen with the app open?
If your device is stolen with the app open, please follow the steps below:
- Log in to your TELUS Smart Home app through another available device
- Select Settings
- Select Login Information
- Select Lost Device
- Select the account you would like to disable automatic login for from the dropdown menu. This will also end any existing sessions, and a valid login and password will be required the next time someone attempts to log in from any device
Should you have any trouble, please call us immediately at 1-855-255-8828.
How can I trust the installer?
All TELUS installations are completed by trained professional technicians who are employed with extensive security screenings, including formal background checks. In addition, all technicians are trained to follow strict security protocols, including annual privacy and integrity training.
How does TELUS try to ensure devices are secure?
Regular security audits are conducted on all TELUS SmartHome Security devices and firmware to proactively identify any possible risks or issues.
Extensive assessments, such as using a privacy-by-design framework, are performed before each new TELUS product and service release (including cameras).
How do I report a privacy concern?
If you have received a phishing email, text, phone call, spam or believe you are a victim of fraud, please follow the instructions on theto report the activity to us.
If you need immediate help or have a general inquiry, please contact our Customer Support team at *611 on your TELUS mobile phone or call us at 1-866-558-2273.
If you have any questions or concerns about how we manage your privacy, please call us at 1-800-567-0000 or email us at email@example.com.